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yes they train and for me as i was working as a call centre agent my manager tried to make me nurvious in the interview to check if i will be able to controle my self or not but i was able to controle my self and get the job.
As far as I am aware most of the premier call centers do.
They should have it. The best practice for a call centre agent is handling angry customers
Yes they do.
Most of the Business process outsourcing (BPO) Companies trained their teams to know how you will handle the different situation over the phone or in person. They will let you listen to an audio recording from an angry client and how the agent handle the call, pacify and listen to the clients' needs.
It is important for a customer service representative to know how to handle those kind of situation and solve the problem.
Listening, pacifying, understanding and patience are the most important skills.
Yes they do, but as an employee the costumer service, you should always stay calm and try to resolve the clients problem in order to satisfy them and gain trust.
yes sometimes they include it coz they want to know how you will handles calls from angry customers coz most of the calls came from irate callers.
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